Sales Customer Service

Shauna O'Connor

***** ******** ****** ***** ( Bothell, Washington 98021

206-***-**** ( ********@*******.***

Exceptional leader; builds esprit de corps in even the toughest teams.

Visionary in sensible shoes; charts direction and instills pride of purpose

and customer service in teams. Success tracker; builds tools to uncover

roadblocks and quantify performance. Communicator and chronic laugher;

creates trust and levity to deliver the hard messages.

PROJECT MANAGEMENT Product Management Sales & Marketing

Process Optimization Training & Mentoring Programs

Influential

Presentations

Professional Experience

SAVAGECLOUT FILMS - BOTHELL, WA 2005-PRESENT

Founder and CEO

Managed entertainment projects. Wrote and developed screenplays, novels

and short stories. Created websites, marketing programs and collateral.

Managed artist contractors and secured copyrights and trademarks.

. Created Tiara Campaign and promotional comic book that brought A-list

attention to my Chicks & Ammo script

. Script optioned by Angel Devil Productions (producers of Missing In

America)

. Five short stories currently in the Top Ten on Kevin Spacey's

Triggerstreet.com

ATTACHMATE CORPORATION - Seattle, WA 1992-2008

Built outstanding reputation for leadership and innovative solutions while

advancing through positions of increased responsibility and authority.

Project Manager, Development (2006-2008)

Contract consulting, part time. Managed critical Development projects

including launching e-delivery of software products and developing the

Development SharePoint site.

. e-Delivery of Software Products: created scope, methodologies, process

workflows and use cases; validated requirements and architecture with

Development, IT and user groups; tested quality and ensured customer

requirements were met; trained department and user groups

. Developed SharePoint Site for Development Projects: designed and

created product, project and team sites; created tools for status,

scope, risk management and project transparency; created executive

dashboards and How To manual; trained Project Managers, Development

Managers and staff

Director of Development, Engineering Services (2004-2005)

Led Configuration Management (CM), Publications, Project Management and

Product Validation Engineering orgs.

. Rolled out Project Server to globalize project standards,

methodologies, transparency and reporting

. Created automated tools for cost reporting and analysis, automated

customer fix delivery

. Launched first ever software e-delivery pilot; managed work of cross-

corporate leads and external vendors

. Brought customer requirements focus to Development projects and

processes

. Managed merger of the WRQ and Attachmate Development organizations

Senior Director of Product Management (2002-2004)

Responsible for the success and strategic development of $115M product line

in a down market. Directed Product Managers and Directors, Development

leads and cross functional department heads to get products to market.

. Delivered comprehensive product roadmaps for product strategy,

features, and competitive advantages

. Added revolutionary productivity features to tired old products that

drove millions in maintenance renewals

. Proved ROI of our products and published results in IDC paper; showed

cost savings of actual customers

. Provided pre-sales support to sales force via creative presentations,

sales tools and videos; supported them in making their revenue goals

and in closing big sales

Director of Development, Tactical Engineering (2001-2002)

Directed the operational, financial, and developmental efforts of the

Tactical (Sustaining) Engineering groups in three sites worldwide.

. Created esprit de corps in the "stepchild" sustaining engineering

group, making it cool to be part of this bug fixing, revenue

generating group; our mantra: "Revenue is Sexy."

. Broadcast our success with revenue and cost tracking tools; improved

issue tracking and management

. Markedly increased customer satisfaction and shortened fix times;

efforts were recognized by the CEO

Director of Technical Support (2000-2001)

Directed Technical Support Engineering, Training and second and third-tier

support groups in three sites worldwide.

. Fixed rocky relationship with Development; negotiated improved

customer focus and response times

. Provided pre- and post-sales support for high revenue, high profile

customer issues

. Mentored and trained managers, engineers and staff

. Managed multi-million dollar budget; planned and executed

reorganizations and reductions

Manager, Technical Support Engineering (1998-2000)

Supervised third-tier Support Engineers responsible for troubleshooting

revenue critical issues for major customers.

. Built first ever revenue generating code maintenance group in Support;

beat Development fix times and markedly improved customer satisfaction

. Brought accessibility and obligation of service to engineers; turned

them into mentors

Technical Advisor (1997-1998)

Taught advanced technologies to Technical Support; SNA data stream and

trace reading, TCP/IP, scripting, protocols, servers, and gateways.

. My "I Count Sheep in Hex" campaign turned support techs into hex and

binary sight readers, taking the mystery and fear out of learning data

streams

. Honored as "Outstanding Individual Team Player" and "Phenomenal

Communicator"

Technical Account Specialist / Support Specialist (1992-1997)

Delivered phone and on-site connectivity support to high revenue customers

in various host and network environments.

. Recognized by peers as "Outstanding Individual Team Player" and

"Outstanding Customer Service"

Education and Credentials

ASSOCIATE OF TECHNICAL ARTS IN COMPUTER INFORMATION SYSTEMS ( EDMONDS

COMMUNITY COLLEGE - LYNNWOOD, WA

Technical Proficiencies

SharePoint ~ Front Page ~ Project Server ~ MS Project ~ PowerPoint ~ Excel

~ Visio ~ Word ~ Outlook ~ ESDM ~

Emulation and Integration ~ SNA Data Stream ~ Host and Network Protocols ~

Windows 98/NT/XP/Vista

Presentations & Publications

Cut the Bull - Developed, directed, and produced this marketing video

focused on how Attachmate products save time and money on every

transaction; video played at the CeBit Technology Show and on the

Attachmate website.

Emulation for a New Day - Wrote, produced, and directed this sales video

and presentation that entertained and inspired the sales force while

relaying annual sales objectives; presented video during the Attachmate

Sales Conference.

Quantifying the Business Benefits of Host Access Solutions - Initiated,

acquired funding, and drove creation and publication of this paper authored

by technology analyst firm IDC; paper shows the significant ROI actual

customers gained by using Attachmate products.

Development SharePoint How To - Wrote a best practices and how-to manual

for users and administrators of the Attachmate Development SharePoint site.

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